5g can us mex 75gb offer from March 11 - upgrade didn't happem

[RyanWoodward]

I got the same message as many did March 11 with this offer. I immediately soid yes, and received a confirmation message. But now on the eve of departure for Mexico, checked my plan to discover my plan was never upgraded.  I did the upgrade to an inferior 60gb plan tonight but have not data connectivity now, and, am pretty unhappy the upgrade I signed up for never happened. I've sent a support message but am wondering if there's more I need to do here to get some help

This is going to be a problem for me if data doesn't start working shortly. Especially in Mexico. 

[RyanWoodward]

Thanks for this.  I provided a screenshot to them this morning as proof.  And, yeah, in my initial message to them I requested a bill credit for the loss of service. Will have to see what they do. At this point, just urgently need it to work! 

[funpig1]

@RyanWoodward 

Check to see if you still have the promo text message. If you have not erased it, you should take a screenshot of the offer and your acceptance. You should forward that to the customer service agent as proof that you should get the 75GB plan.

In any event, not having mobile data service is unacceptable. I suggest that you also request a small bill credit as compensation for all your inconvenience. Good luck.

[RyanWoodward]

This was in March.  There's been two renewal cycles since then - on the old plan not the new one i tried o upgrade to.  Never occurred to me to check before this as this trip was a while off still.  Sigh!  

[RyanWoodward]

I sent them a message asking for help last night, so far the only response has been to verify my identity. Thank you. 

[RyanWoodward]

This was on the app. Good idea to check my card and billing - they showed the old plan charges still.  Thank you for the suggestion. 

[RyanWoodward]

Thanks, i have it on, used to  travel into the US all the time, which is why i got the plan.  As of this morning, still no data connectivity (at home).  Hopefully PM responds. 

[hairbag1]

@RyanWoodward 

ensure that you have Roaming enabled in the settings. When in Mx, your cell will connect to either AT&T or Telcel and should work just fine.

ed spelling

[ORNGNBLK]

@RyanWoodward   Have you checked you CC / account page to see if the correct amount was paid for the (new) plan? Perhaps your app/browser did not refresh to reflect the promo plan? It’s not uncommon for the web version to retain the old info.  It may sound ridiculous, but try refreshing the page or looking in incognito mode to see what your subscription shows then.  Hope this helps, and have a great trip. (Hopefully you can you use hotel/resort wifi to clear up this issue if not done before departure)

[funpig1]

@RyanWoodward 

Only a customer agent can help you to get the missing 75GB promo plan.

Contact a customer agent using the chat. 

If the chat does not work for you, use the following link:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[BKNS27]

@RyanWoodward 

Promo always happens on your renewal date so did you check your account when your next renewal is?